When smartphones and tablets steal market share from personal computers every year, using mobile technology to interact with your insurance company is the new normal.
The aftermath of Superstorm Sandy showed that consumers are increasingly relying on mobile devices to conduct business. New Jersey and New York insurers offering mobile claims applications saw a sharp spike in usage as consumers sought quick and easy ways to start the recovery process. Additionally, social media and satellite-equipped mobile catastrophic response units allowed insurers to connect with policyholders in innovative ways when they needed the industry the most.
This evolution shouldn't surprise anyone. Over the years, consumer behavior trend lines regarding technology and electronic communications have become well established. A web presence, call center and local agents are no longer sufficient. Consumers want and expect to interact with their insurers, not only over multiple channels, but over multiple devices. They want to access customized information with tablets and smart phones that help them take care of business while on the go.
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